Prepaid Card Terms and Conditions

These Terms and Conditions apply to Prepaid Card. Customer must read them carefully.

In the Terms and Conditions:

“Customer” means the named Prepaid Cardholder and any authorized user of Prepaid Card.

“Company” means Mayzus Financial Services Ltd. (Prepaid Card Manager in charge of all the card transactions and processing) and B4U Card Solutions Limited (Cobrand Partner in charge of promotion, marketing and distribution of the Prepaid Cards); and

“Website” means

Click “I Accept” to indicate that you have read and agree to the terms presented in the Terms and Conditions where this option is available on Website or Mobile Application.


1.1 Prepaid Cards are issued by CashFlows Europe Limited; a company registered in England & Wales under company number 5428358 and has its registered office at CPC1, Capital Park, Cambridge, CB21 5XE, United Kingdom. CashFlows Europe Limited is authorized by the Financial Conduct Authority, under the Electronic Money Regulations 2011 for the issuing of Electronic Money and the provision of Payment Services (FCA Register reference 900006). Mayzus Financial Services Limited provide payment account and card loading services. B4U Card Solutions Limited acts as Cobrand Partner in charge of promotion, marketing and distribution of the Prepaid Cards.


2.1. Customer can use Prepaid Card at any location that displays the “VISA” acceptance mark, including shops, restaurants, online, or on the telephone. Customer can also use Prepaid Card overseas. Before using Prepaid Card it is Customer’s responsibility to make sure to ensure that there are sufficient funds loaded on it to cover his/her purchase. Customer will not be able to use Prepaid Card after its expiry date. Company may issue Customer a new Prepaid Card prior to the expiry.

2.2. Prepaid Card is not a credit card and is not in any way connected to Customer`s bank account. Customer shall not earn any interest on any funds loaded on Prepaid Card.


3.1 To apply for Prepaid Card, Customer must be at least 18 years old. Company requires evidences of Customer’s identity and address. Company may ask Customer to provide some documentary evidence to prove this and/or Company may carry out checks on Customer electronically.

3.2 Customer must sign the signature strip on the back of Prepaid Card as soon as it is received. Customer shall not be able to use Prepaid Card before it is duly activated. Details of the activation procedure are disposed on Website. Please refer to Website for all Prepaid Card loading options, and refer to the “Loading Customer Prepaid Card” section 3 below.


4.1 Prepaid Card is a GBP or EUR denominated Card.

4.2 Funds can be loaded to Prepaid Card in a number of ways. Please follow the instructions on Website.

4.3 The maximum initial load on Prepaid Card is indicated on Website.

4.4 Company reserves the right to refuse to accept any particular loading transaction.


5.1 Detailed instructions on how to use Prepaid Card Customer can be found on Website. Customer must follow the instructions.

5.2 Company shall deduct the value of Customer`s transactions from the balance on Prepaid Card as soon as they are made. Company shall also deduct any applicable fees as soon as they become payable by Customer, see Company`s Fees on Website and Charges at the Section 5 below.

5.3 Prepaid Card belongs to Voice Commerce Limited. Company may ask Customer to stop using his/her Prepaid Card and return it to Company or destroy it. Company may at any time suspend, restrict or cancel Customer`s Prepaid Card or refuse to issue or replace on the following grounds:

5.3.1 Company is concerned about security of Customer`s account or Prepaid Card(s);

5.3.2 Company suspects that Customer`s account is being used in an unauthorized or fraudulent manner; or

5.3.3 Company needs to do so in order to comply with the respective legislation.

If the above measures are taken, Company shall duly inform Customer, unless it would be unlawful to do so.

5.4 Company does not guarantee that a retailer will accept Prepaid Card. Company may decline a transaction:

5.4.1 if Company is concerned about security of Prepaid Card or Company suspects that Prepaid Card is being used in an unauthorized or fraudulent manner;

5.4.2 if sufficient funds are not loaded on Prepaid Card at the time of a transaction to cover the amount of the transaction and any applicable fees;

5.4.3 if Company has reasonable grounds to believe that Customer is acting in breach of the Terms and Conditions;

5.4.4 if Company believes that a transaction is potentially suspicious or illegal (for example, if Company believes that a transaction is being made fraudulently); or

5.4.5 because of errors, failures (whether mechanical or otherwise) or refusals by merchants, payment processors or payment schemes processing transactions.

If the above measures are taken, Company shall duly inform Customer, unless it would be unlawful to do so. Customer may correct any information Company holds and which may have caused Company to refuse a transaction by contacting Company through the Website.


6.1 Company does not charge any fees to Customer for checking online balance and transactions. When Customer uses Prepaid Card at an ATM, Customer may be subject to applicable fees, surcharge rules and regulations of the relevant ATM operator or other financial institution or association.

6.2 If Company decides to increase or impose any new fees, Company shall notify Customer at least two months before any changes take effect by e-mail, text or post.

6.3 Authorization will be requested for all transactions at the time of each transaction. In the unlikely event, for any reason whatsoever, a transaction is completed when there are insufficient funds on the Prepaid Card for that transaction (a “Shortfall”), the Shortfall shall be reimbursed by Customer unless it is due to an error on the part of the retailer where the Prepaid Card was presented, in this circumstance we may seek the Shortfall from the retailer.

6.4 Customer agrees that once Company makes this Shortfall known to Customer, Company may charge Customer for the Shortfall amount. Company may charge the amount of the shortfall from any other Prepaid Cards that Customer holds with Company or any other payment method that Customer may designate at that time or against any funds, which Customer may subsequently load onto Prepaid Card. Until Company has reimbursed the Shortfall amount, Company may suspend Prepaid Card. In addition, Company reserves the right to charge Administration Fee for each transaction that Customer makes using Prepaid Card that results in a Shortfall or increases the Shortfall amount on Prepaid Card.


7.1 Subject to the features of the particular Prepaid Card, the authorization of a transaction can include authorizing any single transaction, a series or recurring transactions (including transactions for an indefinite period) or pre-authorizing future transactions of a certain or uncertain amount.

7.2 A Prepaid Card transaction shall be regarded as authorized by Customer where:

7.2.1 Customer authorizes the transaction at the point of sale by following the instructions provided by the merchant or retailer to authorize the transaction, which may include:

  1. entering Customer`s PIN or providing any other security code;
  2. signing a sales voucher; or

iii. providing the Prepaid Card details and/or providing any other details as requested.

7.2.2 Customer inserts a Prepaid Card and enters Customer`s PIN to request a cash withdrawal at an ATM; or

7.2.3 Customer makes a request for a cash advance at any bank counter.

7.3 Authorization for a transaction may not be withdrawn (or revoked) by Customer after the time it is received.

7.4 It is Customer`s personal responsibility to ensure Customer does not spend more than the amount of the funds Customer loads.

7.5 When Customer carries out a transaction the retailer company involved will take a “pre-authorization” to reserve the amount they intend to collect. Some retailer companies will pre-authorize a higher or lesser amount than the cost of the transaction. The funds are usually collected from Customer`s account when the company has requested a settlement for the transaction following completion of the transaction.

7.6 Pre-authorization reserves the funds from Customer`s available balance for generally a maximum of 30 days. After this time if the funds have not already been collected by the merchant they shall be returned to Customer`s available balance again.

7.7 Although transactions are pre-authorized at the time an order is placed, for some purchases such as mail order, Customer`s account may not be debited until the goods are dispatched, which may be longer than 30 days.


8.1 Company may cancel the relations forthwith if:

8.1.1 Customer`s agreement or Prepaid Card expires on a set date and Company has not agreed to renew it;

8.1.2 Customer breaks an important part (condition) of these Terms and Conditions or repeatedly breaks the Terms and Conditions and fails to resolve the matter in a timely manner;

8.1.3 Customer acts in a manner that is threatening or abusive to Company`s staff, or any or Company`s representatives; or

8.1.4 Customer fails to pay fees or charges that Customer has incurred or fails to put right any Shortfall.

8.2 Company may also cancel these Terms and Conditions or suspend his/her Prepaid Card or account immediately if Company believes that his/her Prepaid Card is deliberately being used to commit fraud or for other illegal purposes. If Company does this Company shall duly notify Customer, unless it would be unlawful to do so.

8.3 If Company cancels Prepaid Card, Customer must tell Company what he/she wants Company to do with any unused funds within 3 months of the date when Company notifies Customer of cancellation.

8.4 If Customer`s Prepaid Card is cancelled, Company shall immediately block it so that they cannot be used.

8.5 Customer shall not be entitled to a refund of money, which he/she has already spent on authorized transactions or pending or on any fees for the use of Prepaid Card before it is cancelled or expired. Customer can cancel Prepaid Card by sending an email to Company using the “Contact us” function at Website, and confirms that Customer has destroyed Prepaid Card.

8.6 If Customer cancels Prepaid Card, once all transactions and fees have been deducted, Company shall arrange for any unused funds to be refunded to Customer, see “Customer`s Right to a Refund” section below for further information. A Refund Fee may be charged in certain circumstances.


8.7 Prepaid Card shall be valid for three years. When Prepaid Card expires, unless Company is told otherwise, Company may replace it with a new Prepaid Card.


9.1 Customer should treat Prepaid Card like cash. If it is lost or stolen, Customer may lose some or all of money on his/her Prepaid Card, in the same way as if Customer lost cash. Customer must keep Prepaid Card safe and not let anyone else use it. If Customer is issued with a PIN, Customer should memorize the PIN, and then destroy the notification. Customer must keep PIN secret at all times and not write it down or reveal it to anyone. Customer can change PIN at most ATMs by following the on screen instructions.

9.2 Company recommends that Customer check the balance on Prepaid Card regularly online on Website. Company shall provide Customer with Prepaid Card balance and a statement of recent transactions on Company`s secure webpage at any time by providing:

9.2.1 information relating to each Prepaid Card transaction which will enable it to be identified;

9.2.2 amount of the Prepaid Card transaction shown in the currency in which the transaction was paid or debited at the account;

9.2.3 amount of charges for the transaction; and

9.2.4 date the transaction is authorized or posted on to the account.


10.1 If Prepaid Card is lost or stolen or in case PIN or password is known to an unauthorized person or if Customer thinks a transaction has been incorrectly executed, he/she must notify Company without undue delay by calling on our 24 hour lost and stolen card helpline indicated on Website.

10.2 Where Customer promptly notifies Company and under condition that he/she has not acted fraudulently or with gross negligence, Company shall refund the amount of any transaction, subject to clause 10.3.

10.3 If Company`s investigation shows that any disputed transaction has been authorized by Customer or he/she has acted fraudulently or with gross negligence (for example by failing to keep Customer`s Prepaid Card or PIN secure), Company shall not be liable for any loss or damage.


11.1 Company shall not be liable to Customer for any loss of profit or revenue out of or in connection with: (i) the Terms and Conditions or (ii) any breach or non-performance of the Terms and Conditions, in each case no matter how fundamental (including by reason of Company`s negligence).

11.2 Company shall not be liable to Customer for:

11.2.1 any loss of goodwill, reputation or opportunity; or

11.2.2 any loss of or corruption of data;

11.2.3 any loss of anticipated savings in each of the foregoing whether direct or indirect; or

11.2.4 any indirect or consequential loss.

11.3 Company`s total liability arising under or in connection with these Terms and Conditions or any breach or non-performance of these Terms and Conditions, no matter how fundamental in contract, tort or otherwise shall be limited to the sums received by Company in aggregate under this agreement with the respective Customer during 12 months preceding the act or omission giving rise to the liability.


12.1 Redeem the funds on Prepaid Card

12.1.1 Customer may request to redeem the funds on Prepaid Card provided that he/she has more than the balance of any fees owed to Company, by sending Company an e-mail using the “Contact us” facility at Website requesting redemption and indicating the amount to be redeemed. If Customer requests redemption of all funds he/she must confirm that Prepaid Card have been destroyed. When Company processes Customer`s refund, Company may charge a Refund Fee (see Fee Table on Website).

12.1.2 Company shall arrange the transfer of the funds to a bank account nominated by Customer. When Company process the redemption request, Company may require Customer to provide it with documents such as identification so that Company may process your request in accordance with legal requirements

12.2 Refunding Transactions

12.2.1 Customer may be entitled to claim a refund in relation to transactions where:

  1. the transaction was not authorized under the Terms and Conditions;
  2. Company is responsible for a transaction which was incorrectly executed and Customer has notified Company in accordance with section 9 above; or

iii. a pre-authorized transaction did not specify the exact amount at the time of its authorization and the amount charged by a supplier is more than Customer could reasonably has expected taking into account normal spending patterns on the Prepaid Card or the circumstances of the transaction;

12.2.2 A claim for a refund in the circumstances set out above will not be accepted if the amount of the transaction was made available to Customer at least 4 weeks before the transaction date or it is made more than 8 weeks after being debited to Customer’s account.


13.1 Company may change these Terms and Conditions at any time by notifying Customer by e-mail or other agreed means at least 2 months before the change is due to take effect. The up-to-date version of these Terms and Conditions will always be available on Website. The change will automatically take effect and Customer shall be taken to have accepted the notified change unless Customer tells Company that Customer does not agree to the change. In that event, Company shall treat that notice as notification that Customer wishes immediately to terminate the agreement. In such circumstances Company shall refund any balance on the card in accordance with section 11 above and Customer shall not be charged Refund Fee.

13.2 Company may make immediate changes to the exchange rate used to convert foreign transactions into GBP/EUR. For all transactions made in a foreign currency, Customer must check the applicable exchange rate at the time of the transaction on Website.


14.1 Prepaid Card is an electronic money product and although it is a product regulated by the Financial Services Authority, it is not covered by the Financial Services Compensation Scheme. No other compensation scheme exists to cover losses claimed in connection with the Prepaid Card.


15.1 Customer must let Company know as soon as possible if Customer changes name, address, phone number or e-mail address. If Company contacts Customer in relation to Prepaid Card, for example, to notify Customer that Company has cancelled Prepaid Card, Company shall use the most recent contact details Customer has provided. Any e-mail sent to Customer shall be treated as being delivered based on instant communication rules (as soon as Company sends it). Company shall not be liable to Customer if his/her contact details have changed and Customer has not provided Company with information about it.


16.1 By purchasing the Prepaid Card and using it, Customer agrees that Company can use Customer`s personal information in accordance with Company`s Privacy Policy. Company`s Privacy Policy is set out on Website, it includes details of the personal information that Company collects, how it will be used, and who Company passes it to. Customer can tell Company if he/she does not want to receive any marketing materials from Company.

16.2 If Company suspects that it has been given false or inaccurate information, Company may keep the respective record of it together with any other relevant information. Personal data may also be confidentially transferred to other organizations dealing with processing and/or operation of Prepaid Card in order to perform its obligations under the agreement with Customer.

16.3 Company may obtain information about Customer in order to verify his/her identity, if it is required by fraud prevention and/or money laundering legislation. Scoring methods may be used in the verification process. A record of this process may be kept and used to help other companies to verify Customer`s identity. All personal information given by Customer may be checked with fraud prevention agencies and other organizations involved in crime prevention and may be used for the investigation of fraudulent activity and crime prevention to meet Company`s obligations under the card scheme regulations, and if Customer has given false or inaccurate information and Company suspects fraud, Company shall take an appropriate record of this.

16.4 Company may monitor and/or record telephone calls with Customer in order to maintain and improve the high standard of the service and comply with the respective legal requirements.

16.5 Company preserves and respects Customer’s right to privacy, inter alia, by giving Customer a control over his/her contact details and personal data. Customer may choose his/her marketing preferences and change the settings by clicking on “Your Details” at Website. Customer must give his/her consent to receive emails, confirmation messages and other important announcements from Company regarding his/her Prepaid Card account.


17.1 If Customer has any disputes about purchases made using Prepaid Card, Customer should settle these with the person he/she bought the goods or services from. Company is not responsible for the quality, safety, legality or any other aspect of any goods or services purchased with Prepaid Card. Remember that once Customer has used Prepaid Card to make a purchase Company cannot stop that transaction.


18.1 If Company has an enquiry relating to Prepaid Card, Customer can use the “Contact us” facility on Website. Company shall deal with Customer enquiry promptly. If Customer does not wish to enquire in this way Customer can alternatively call Company`s customer service telephone line indicated on Website. The customer services telephone line is a chargeable service. Calls will be charged at standard rates. Call costs from other networks may vary.


19.1 If Customer is unsatisfied in any way with Prepaid Card or the way it is managed, tell Company by using the e-mail enquiry facility on Website so Company can arrange for an appropriate investigation. Any complaints Customer has will be dealt with quickly and fairly.


20.1 Company may assign the benefit of these Terms and Conditions to another company at any time, on giving Customer 2 month’s prior notice of this. If Company does this, Customer`s rights shall not be affected.


21.1 These Terms and Conditions are governed and construed in accordance with law of England and Wales and the parties submit to the non-exclusive jurisdiction of the English courts. All communications with Customer will be in English.


22.1 As a responsible e-money issuer, Voice Commerce Limited ensures that once it has received Customer’s funds they are deposited in a secure account, specifically for the purpose of redeeming transactions made by Prepaid Card.